ORDER TRACKING AND MANAGEMENT
How can I cancel my order?
You can cancel your entire order as long as it has not been shipped or, in the case of customized products, its manufacture has not started. To do so, you must inform us as soon as possible in one of these ways:
- Calling (+34) 657 44 31 67 or writing a Whatsapp to the same phone number.
- By writing an email to info@topsmartfurniture.com explaining the situation.
- By filling out the “contact us” form explaining that you want to cancel.
If your order has already been shipped or the customized product has started to be manufactured, you will not be able to cancel it. In this case, you will have to wait to receive it and process a return.
Note: If your order with customized products has already started to be manufactured, it can no longer be cancelled or returned, as they are manufactured especially for you.
Need additional help?
If you are unable to cancel your order, if you only wish to cancel one of the items or if you have any other additional questions, please contact us through any of the ways detailed above.
How can I check the status and track my order?
You can check the status of your order:
- Calling (+34) 657 44 31 67 or writing a Whatsapp to the same phone number.
- By writing an email to info@topsmartfurniture.com requesting this information with your order number.
- By filling in the “contact us” form with your order number.
Why haven't I received all the packages of my order?
If any package is missing from your order, don’t worry, you will probably receive it in the next few days. Sometimes, due to logistical reasons, the transport company may make partial deliveries of the order. If 3 working days have passed since the delivery of the first part of your order and you still have not received what is missing, we recommend that you contact us so that we can help you to resolve the situation.
What do I do if I have not received my order confirmation email?
If you have not received your order confirmation email, we recommend you to follow these steps:
- Check your spam or junk mail folder. Sometimes, automated emails can be filtered incorrectly and end up in these folders.
- Please wait a few minutes. Sometimes, it may take a while for the confirmation email to be delivered to your inbox.
- Verify that the e-mail address provided is correct.
- If you have followed these steps and still have not received the confirmation email, please contact our customer service team in one of the following ways:
- Calling (+34) 657 44 31 67 or writing a Whatsapp to the same phone number.
- By writing an email to info@topsmartfurniture.com explaining the situation.
- By filling out the “contact” form with the details you can provide.
When will my order arrive?
The delivery date is detailed in the product sheet and is confirmed in the last step of your purchase.
Once we have verified your payment, you will receive an email with an approximate delivery date. However, please note that due to our reliance on outside shipping companies, we are unable to provide exact dates at this time.
It is important to note that deliveries are made Monday through Friday on business days. Available services may vary depending on the delivery method you have selected.
Can I request that my order be delivered at a later date than originally indicated?
Yes, if you wish your order to be delivered at a later date than initially indicated, we can hold your order for up to 2 months from the expected delivery date.
It is important to note that deliveries are made Monday through Friday on business days. Available services may vary depending on the delivery method you have selected.
What should I do when I receive my order?
To ensure a satisfactory delivery, we recommend that you verify the following:
- Product conformity and condition: If possible, examine the products to make sure they are in good condition and correct.
- Packing integrity: Verify that the packing is in good condition and without signs of damage.
- Number of packages delivered: Confirm that the number of packages delivered matches the number indicated on the packing slip.
At the time of delivery, make sure that the service has been performed correctly and that there is no damage to the product or your home. If you detect any problems, it is essential to indicate them on the delivery note. Otherwise, you may not be able to hold anyone responsible for the damage. If you find any inconsistencies, write on the packing slip “I accept with reservation” and specify the reason.
In the case of a claim for damages or defects, it will be necessary to provide photographic evidence, both of the product and of the packaging label.
Can I request a partial delivery of my order for products that are in stock?
Yes, you can request it by contacting us at (+34) 657 44 31 67 via call or WhatsApp.
What countries do you ship to?
We are still waiting to confirm delivery to different countries, but we will definitely send it to Portugal and Spain, until we finish the logistics for the other countries.
Are the products delivered assembled?
The product is delivered to your home (or picked up at the store if you prefer) unassembled. You do the assembly yourself, but don’t worry because it’s super simple. Most of our products come already assembled, so you don’t have to do anything else apart from installing it in the furniture and then plugging it into the power supply.
To learn more about the assembly of each product, click here.
